A technician recommends replacing the fuel filter. Service Consultant A calls the customer for approval; Service Consultant B consults the technician for the reason behind the replacement. Who is correct?

In this scenario, the correct choice highlights the approach taken by Service Consultant B. When a technician recommends a part replacement, such as a fuel filter, it is essential for the service consultant to fully understand the reasoning behind the recommendation. Consulting with the technician allows the service consultant to gather vital information that can help articulate the necessity of the repair to the customer in a more informed manner.

This enhances customer trust, as the consultant can explain the specific issues that warranted the recommendation. It enables the consultant to answer any questions the customer may have, potentially alleviating concerns about unnecessary expenses. This informed communication reflects a professional and responsible approach to customer service.

In contrast, simply calling the customer for approval without understanding the technical reasoning may lead to misunderstandings or dissatisfaction. Customers often appreciate when service personnel are knowledgeable about their vehicle's condition and can provide clarity on repairs or maintenance needs. Therefore, Service Consultant B's method is more beneficial and aligns with best practices in customer service within the automotive repair industry.